Customer Service

HOW TO ORDER IN 6 STEPS

Placing an order is very easy with our online checkout in six steps. You just have to follow the instructions on the screen:

  1. Select the product(s) you want and add them to your cart
  2. Check your cart, fill in your discount code if you have one and proceed to the checkout
  3. Log in, sign up or place the order as a guest
  4. Enter your address details
  5. Carefully review your order, after your order is placed we are not able to change or cancel it. Proceed to checkout.
  6. Choose one of the different payment options and pay for your order
Now it's our turn to deliver your order as soon as possible!
After you've placed your order, you will receive an email confirming that we have received your order. It is possible that this e-mail ends up in your spam folder. We verify whether the personal and payment details provided are complete and truthful. If information is missing or incorrect, we will contact you for more details.

HOW TO CANCEL MY ORDER

The time between placing an order and processing it is very short. It is therefore not possible to change or cancel an order. You can return a wrong or unwanted product and place a new order for the correct product via our webshop.


In case you've entered an incorrect delivery address, please contact customer service via the  contact form.       

HOW CAN I PAY? 

When placing an order with various designs with different stock status ( pre-order / in stock ) know that it will be shipped once all products are back in stock.
Coming soon items: There is no date and this product you cant order un till further notice.
Pre-order items: This product can be ordered, take note of the potential delivery date which is not a confirmed delivery date as its subject to unforeseen logistics delays.
 

WHICH PAYMENT METHODS ARE AVAILABLE

    • Paypal
    • Creditcard: Meastro, American Express, Mastercard & Visa
    • Klarna Pay later
    • IDEAL
    • Bank deposit

SHIPPING RATES 

Indication rate (the exact rate depends on the quantity)

Holland: € 6,95
Belgium & Germany: € 9,50
Greece: € 25,00
Rest EU: € 16,00
Sweden, Findland & Norway: by UPS € 31,00

Switzerland: by UPS
  • 0-2 kg - € 23,00
  • 2-4 kg - € 28,00
  • 4-7 kg - € 34,00
USA & Australia: by Fedex 
  • 0-2 kg - € 32,00
  • 2-4 kg - € 39,00
Please contact us at info@familyfabrics.nl if your country of residence does not include in our shipping list.
 

SHIPPING PACKAGING

We try to avoid excessieve use of plastic and paper in our packaging as there is no added value. Our products will be properly folded and wrapped with a thin piece of paper for minimum protection and optimum unpacking experience.


DELIVERY

Orders are shipped according to our standard rates. 
Orders placed Mon - Fri before 15:00 / 2 PM CET will be shipped in 2-3 days.

Country Standard delivery days Standard shipping costs
Netherlands 2-3 € 6,95
Belgium 2-3 € 9,50
Germany 3-4 € 9,50
United Kingdom -- --
Luxembourg 4-5 € 16,00
France 4-5 € 16,00
Denmark 4-5 € 16,00
Poland 4-5 € 16,00
Spain 6-7 € 16,00
Italy 6 € 16,00
Austria 7 € 16,00
Hungary 9 € 16,00
Estonia 11 € 16,00
Sweden
Up to 2 weeks 		€ 31,00
Romania
Up to 2 weeks 		€ 16,00
Finland Up to 2 weeks € 31,00
Greece Up to 2 weeks € 25,00
Portugal Up to 2 weeks € 16,00

It is common that the tracking does not update its status every day. If the package has not arrived after 2 weeks we will start an investigation at the carrier which can take up to 7 working days to get feedback from. Unfortunately we need to be patient for them to get back to us

 

MY ORDER HAS RETURNED TO FAMILY FABRICS; WHAT SHOULD I DO NOW?

Unfortunately it happens sometimes that a package cannot be delivered and is send back to our warehouse. The moment we receive your package, it will be checked and processed as a return. We will proceed to a full refund.

If you still want to receive the product, you can place a new order on our webshop.

I RECEIVED AN ITEM I DIDN'T ORDER

If this item was delivered instead of the item you ordered, we would ask you to contact our customer service. 

MY GOODS ARE DAMAGED OUR FAULTHY

We are sorry to hear the goods are damaged, please contact customer service immediately, no later than 48 hours. Please provide us with your order number & description of the quantity and supported with a photo.

If the package is damaged you should refuse the delivery.

CAN I USE YOUR PICTURES FOR PROMOTIONAL USE?

Yes you can use all picture which we use on our website to resell our product. When used our brand name must be mentioned in the titel and/or description of the product. Please contact us for additional information or pictures.